Philips Field Service Operations Specialist-NYC/CT in United States of America - Home Based, Massachusetts
Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as customer contact on technical and service related problems.
Diagnoses mechanical, hardware, software and systems failures using established procedures. Determines most cost effective repair/resolution to minimize customer downtime.
Prepares reports for analysis of product failure trends and service ability issues. . Drafts limited continuous improvement projects within one commercial unit.
Introduces new supporting process activities.
Provide Telecom install service (s) and support to Philips Lifeline Senior Living customers and vendors/ contractors such as Assisted living sites and Nursing home facilities for all Lifeline products and accessories. Service including project management of new and existing sites, installations, service, training, technical support or other services required such as wiring for telecom to allow our customers to experience the highest level of operation and satisfaction of our products.
Preferred based Connecticut or Westchester County
Territory will be NYC Manhattan and other parts of New York state , northern New Jersey as well as CT.
You may also be asked to support other territories across the US during busy times
You are responsible for
Providing on-site training end-user product training/demonstration and system administration training for internal/external customers on PC based hardware/software products.
Providing onsite system project management and information to Customers and 3rd party subcontractors on all Care Point and Wandering configuration, inventory management, scheduling, and issues relating to installation and service. Ensure all tasks are completed on-time, on-budget with adherence to Philips’ SOP and DOP standards. Providing remote and on-site technical support to installed customer base. Conducting installation, repairs and service work according to Philips specifications related to Low Voltage Emergency Call Resident Safety Systems. This requires running and terminating CAT5 cabling in ceilings, walls, crawl spaces and/or attics, mounting help devices on ceilings or walls with expertise and care. Installing delayed egress, wandering, magnetic locks, fire panel and/or staff communication interface products as required by work order and according to Philips specifications.Partnering with internal Philips Lifeline customers (Technicians, Customer Service, Sales Representatives, and Product Engineers) to ensure that customer satisfaction objectives are achieved, including pre-site planning, database collection, programming, installation, technical support, resident training, and follow-up. Interacting with customers effectively in one-on-one and group situations. Personally follows through on customer inquiries and requests.Takes ownership for correcting customer service situations, but knows when to escalate. Responsible for reporting on project accomplishments and issues, completing all required project related documentation and expenses. You are a part of The U.S. install team for Philips Lifeline Senior Living division To succeed in this role, you should have the following skills and experience
High School diploma required, some college experience preferred.
Minimum of 2 years business experience in a customer service environment.
Minimum of 2 years’ experience in a Telecom Technical Environment along with minimum of 2 years of prior Low Voltage Wiring and system installation experience preferred.Physical demands of position: Travel (Air/Car), lifting, standing, kneeling, crouching, ladder work, carrying and using power tools and equipment to job site for installation/service work. Demonstrates punctuality and efficient work habits. Able to self-direct activities and provide direction to others. Experience with PC based systems, and trouble shooting skills. A Plus certification helpful Solid understanding of Lifeline operations and products a plus Excellent Communication Skills Strong organizational, time management and planning skillsExtensive travel (90%) by air/auto will be required. Travel could include working weekend Why should you join Philips? Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status. As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. #LI-PH1